Talk to Us, We Answer Around the Clock
Our support desk runs 24/7, and the team that answers you handles accounts, payments, bonuses and everything in between. Here is exactly where to find each channel and how fast you will hear back.
How to Reach Our Team
Live chat, the fastest option
Click the chat bubble pinned to the bottom right corner of any page on burancasino-aud.com and the window opens straight away. You will connect with an agent in under two minutes on average, at any hour, because our desk is staffed around the clock. Chat works the same on desktop and on our HTML5 mobile site, so there is nothing extra to install.
Email for detailed matters
Write to [email protected] when your question needs documents, screenshots or a longer explanation. We reply within 24 hours, and most answers land in your inbox in 6 to 12 hours. Attach what is relevant to your case, and quote your username in the subject line so we can pull up your account on first read.
| Channel | Where to find it | Hours (AEST/AEDT) | First response |
|---|---|---|---|
| Live chat | Chat bubble, bottom right of every page | 24/7 | Under 2 minutes |
| [email protected] | 24/7, monitored continuously | Within 24 hours |
Languages we answer in
Our agents write back in English, Deutsch, Français and Español. Pick your language in the chat window before you type, or write your email in any of the four and we will match it.
What Our Support Handles
One team covers the full range, so you never get bounced between departments. These are the matters we resolve most often.
- Account and KYC: uploading ID, proof of address or payment method, and checking where your verification stands. KYC processing takes up to 3 days, and we will tell you the moment it clears.
- Deposits and withdrawals: missing PayID or crypto transfers, minimum amounts of 30 AUD, daily caps of 8,000 AUD, weekly caps of 16,000 AUD and monthly caps of 32,000 AUD. We process payouts in 0 to 24 hours once verification is done.
- Bonuses: how the 100% match up to 800 AUD plus 200 free spins works, the 35x wagering requirement, the 10-day validity window and the weekly 10% cashback up to 4,800 AUD.
- Technical problems: games not loading, errors after a session drop, or the mobile site misbehaving on iOS or Android.
- Responsible gambling: setting deposit and loss limits, session reminders, reality checks, cooling-off periods and self-exclusion. We can activate every one of these from a single chat message.
If gambling stops being fun
Say the word in chat or email and we will apply your limits or exclusion immediately, no questions asked. For free, confidential counselling in Australia, Gambling Help Online is available around the clock on 1800 858 858, and our agents can point you to it whenever you ask.
Check These Before Contacting
Three checks that save you time
Most questions we receive are answered in under a minute by the player themselves with these checks, and the rest get solved faster when the details are already on hand.
- Open the FAQ page linked in the site footer first. Bonus wagering, withdrawal times and verification steps are all covered there in plain terms.
- Look at your profile for KYC status. If your documents show as under review, they are still within the 3-day processing window and there is nothing to chase yet.
- Scroll through your transaction history before asking about a payment. Pending withdrawals show their status and requested amount there in real time.
Details worth including
When you do contact us, send your username, the date and time of the issue, any transaction reference numbers, and a screenshot if something looks wrong on screen. With those four things in the first message we usually resolve the case in a single reply instead of a chain of them.
Our Registered Office Details
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Frequently asked questions
Do you have a phone support line?
No. We keep support to live chat and email so every case has a written record you can refer back to. Chat answers in under two minutes at any hour, and email replies land within 24 hours.
Can I use live chat on my phone?
Yes. The chat bubble sits in the bottom right corner of our mobile site on both iOS and Android, with no app download required.
How do I ask for self-exclusion?
Message us in live chat or email [email protected] and state the period you want. We apply it immediately, and you can also ask for deposit limits, loss limits or cooling-off periods in the same message.
Which email should I use for bonus questions?
[email protected] for everything player related, including wagering on the welcome package, the weekend reload and weekly cashback. The partners inbox handles affiliate matters only.